Information Technology Infrastructure Specialist

Senior Technical Recruiter @ Lancesoft Malaysia

Technology Recruitment, Communication.IT Recruitment || Technical Recruitment || APAC || Malaysia

Primary Responsibilities

• Provide incident support for Genesys and Avaya Telecom products, including Aceyus, CMS, ALD, ACM / Avaya Agent for Desktop, IVR / SBC / Avaya infrastructure / TFN, and other voice applications.
• Maintain system availability using tools like Splunk, Prognosis, ServiceNow, and other voice monitoring tools.
• Participate in major incident management calls during P1 / P2 incidents and effectively communicate issues.
• Quickly engage with internet service providers and vendors through portals or direct communication.
• Collaborate with the entire infrastructure and application teams to identify and resolve issues.
• Prepare trend analysis reports of critical device failures and drive resolution plans.
• Adapt to a fast‑paced environment and stay updated with new technologies.
• Create and update process documents and knowledge base articles.
• Train end‑users and team members on voice concepts, technology updates, and new skills.
• Drive efficient incident resolution and management of voice infrastructure issues by direct collaboration with users and business partners.
• Participate in interlock calls with the product team.

Seniority Level

Employment Type

Job Function

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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